Part I
Provide convenient, efficient and economical owner services is an important measure of the level of property management, but also to improve the quality of life of the owners of the district is an important measure and guarantee. We will be based on the structure of the district, geographic location and the surrounding facilities, owners demand research results, set up convenient, practical convenience service points. Adhering to the "to meet your needs is the direction of our efforts, to win your recognition is the goal of our work" concept, adhere to the customer-centered, service-based, committed to continue to meet the majority of owners of the daily life of the needs of the owners, and effectively improve the quality of life of the owners.
I. Services
1. Red Cross medical kit for emergency and first aid, provided to owners for emergency use.
2. Tool box cones, pliers and other repair tools are fully equipped with home maintenance borrowed
3. pump, glue, file, make-up leather, pry wheel stick, basin, towels, soap for bicycle and electric car maintenance, we only provide tools, do not provide maintenance personnel
4. umbrellas, ponchos owners go out and temporarily borrowed
5. Hotline service inquires Timed wake-up call, telephone number inquiry, train station inquiries
6. Locksmith company's practical phone
7. Contact on behalf of the dredging of sewage
8. Push luggage trolleys owners temporary loan
9. Signing on behalf of the receipt of the express delivery
10. A solid adhesive tape, a roll of wide tape
11. Rental housing
2, service preparations
1. To do the convenience of the service signage, hanging in a conspicuous location.
2. Purchase tin cabinets and all kinds of service tools and put them into the tin cabinets.
3. Make convenient service plaque Annex I
4. Owner borrowing registration form. Annex II
5. Specialized Department staff to do a good job of various types of tools required to be stored in an orderly manner.
Three, management
1. Management responsibility system, daytime by the administrator is responsible for, in case of rest can be handed over to the next person, the night by the head of the security team is responsible for the management.
2. Tools in and out of the need for detailed registration, in order to organize the management, to ensure that it is not lost.
3. Convenience service is our company zero profit input, the person in charge should do their best to do zero damage, zero loss management. 4. flow chart:
Owners / tenants management personnel security shift manager
four, the purchase of tools is expected to cost
1, a tin cupboard is expected to be 280 yuan / a 2, the Red Cross medicine box, is expected to be 80 yuan
3, a toolbox, including all kinds of tools equipped. Expected 90 yuan / a
4, five umbrellas, ponchos three, is expected to be 15 yuan / handle, 15 yuan / piece, *** count: 120
5, pump and other tire repair tools appropriate amount, is expected to be 50 yuan / set of 6, push luggage trolleys two, is expected to be 30 yuan / car, *** count of 60 yuan 7, life small supplies. Expected 20 yuan 8, the production of convenient service plaque
Total cost: 700 yuan
Fifth, the implementation of the program to Kiawah as a trial point.
Specialized Department of all services to strive to add the most exciting for the development of our property services. In the shortest possible time for owners to experience our "humanized" property services.
As property service personnel, we should do our best for the owners of the service, do a good job of people's service is our company in the field of property service innovation in Ulaanchabu an important link, each case from the Department of the self to implement the company's "quality service, create lifelong customers," the business philosophy of the cohesion of each employee's modest efforts to create a better development for the property company, and to create a better environment for the development of the company. To create a better development prospect for the property company.
Part II
One, the purpose: the use of property management company's resource advantages, the principle of maximizing profits for a variety of business paid services, so as to obtain greater operational efficiency.
Second, the operating principles:
1, under the premise of ensuring the level of property management, maximize operating profits
2, legitimate business, do not buy and sell
3, does not infringe on the interests of property owners including revenue ownership, the use of public **** place of business proceeds, a portion of the income must be used to make up for the expenditure of the management fee
4
4, shoulder the responsibility for the development of the industry, property management companies hold the community households clothing, food, housing, transportation and other huge resources, if they can be reasonably utilized, the development of the industry will have an epoch-making contribution
Three, the operating elements:
1, the company's decision-making level of awareness
2, there must be developed, the use of resources
3, high-quality personnel
4, the necessary capital investment
Four, the classification of operating resources:
A public **** resource management
1, parking lot
1 Parking revenue: daily parking lot monthly rent, management fee income
2 car wash business including waterless car wash
3 Parking lot advertising
A, out of the advertising In the out of each parking lot, you can post advertisements of used car market, car wear and tear products, etc. Calculating the management fee according to the monthly yuan per piece, you can also get the income of yuan per month.
B, wall, parking lot has some location conspicuous and does not affect the vehicle driving wall, you can advertise to the company investment, can also receive a lot of income.
C, light box advertising, in the underground garage above can hang light box advertising, which is the highest advertising costs, each light box can earn at least $ management fees and electricity costs.
2, elevator
1 elevator door advertising, in the elevator car, the inside of the elevator door, can be posted self-adhesive advertising paintings, the management fee charged by the yuan / month
2 LCD advertising, in the elevator car above the conspicuous position of the LCD can be hung, this advertising is only suitable for high-grade office ladder, the management fee of the annual yuan / part of the about electricity charges
3 Car wall mounted advertising, the usual practice is to hang two advertising panels on both sides of the elevator car, this method is suitable for any elevator, the management fee is: residential per elevator yuan / month, office buildings per elevator yuan / month.
4Sound media advertisement, play some advertisement sound when the elevator starts, this method is not promoted yet.
3, lobby
1 LCD advertising, similar to the elevator's LCD advertising, however, this method is more common, suitable for office buildings and high-grade high-rise residential buildings, the management fee of about yuan per year / Ministry including electricity
2 magazine racks, advertising racks, the lobby placed magazine racks, advertising posters in the upper part of the magazine racks, the management fee is $ / a / month;. Lobby advertising racks, advertising racks are all small advertisements, can be freely accessed by residents, the management fee is $ / a / month.
3 wall-mounted advertising, similar to the elevator car wall-mounted advertising, in the lobby of the conspicuous position of the installation of advertising billboards, each lobby can be installed in three to four billboards, the management fee is charged at the rate of each lobby yuan / month.
4 shoeshine machine, in the lobby of the appropriate location to place an electric shoeshine machine, each time the charge yuan.
5 perfume, flowers and other small commodities display, in the relatively empty lobby can attract some small commodities to exhibition, this method has not been promoted.
4, the club business reference
1 gym 20 yuan / time, table tennis 5 yuan / time, chess and cards room 3 yuan / hour / person, reading room free of charge, closed the center according to the market price
2 club special training courses: aerobics 200 yuan / person, 200 yuan / person, dance, 200 yuan / person, table tennis 200 yuan / person, the piano according to the market price
3 clubs have Convenience kiosks or vending machines: drinks, tobacco, daily necessities, etc.
4 clubhouse outsourcing: in the case of the conditions, a number of clubs can be contracted to a professional company to operate, can be exempted from the investment in management and personnel, and income is relatively fixed. At present, the contracting of more swimming pools, gyms, etc., however, contracting is easy to bring a strong commercial flavor to the clubhouse, with the clubhouse service function of the opposite, please be wary of using.
5 to carry out exhibitions, exhibitions land: at present, some advertising companies will push some cars, real estate and other high-grade goods to the development of the community, the rental clubhouse to carry out this type of exhibition income is quite expensive.
6Lease for small meetings, business negotiations land, the conditions require high, only suitable for office buildings.
5, second-hand property rental and sale slightly
6, the use of external walls and roofs, do some outdoor commercial advertising, will be able to get millions of dollars a year in management fees.
Two owners demand resources business analysis
1, clothing
1, clothing dry cleaning: cooperation with well-known dry cleaners, you can get a 30% rebate on the price of laundry
2, the agent of the brand clothes production, this method has not yet been popularized
3, nannies, hourly wage earners: cooperation with the housekeeping company, the housekeeping company's personnel are invited to the community to do the hourly wage earners, Nanny, can get 20-30% of the price of home services rebate
2, food
1, breakfast, lunch and dinner delivery, the market potential, but the operation is difficult, if there is no good quality of food and quality of service, it will be very difficult to operate
2, breakfast, lunch and dinner door-to-door cooking: similar to the hourly rate of service
3, fresh vegetables, fruits distribution: cooperation with the fruit and vegetable companies, joint neighborhoods. Fruit and vegetable companies to cooperate, jointly launched in the community similar to the service of ordering milk
4, drinking water distribution, that is, the distribution of barrels of mineral water
3, live
1, national hotel booking
2, second-hand property rental and sale
4, line
1, booking of train, plane tickets
2, car rental
3, on behalf of domestic and foreign travel
4, cooperation with travel companies to organize special tours
5, health care
1, family health care doctor
2, family fitness trainer
Three social resources management
Communication business operations
1, Internet operations, renting bandwidth from well-known Internet companies. Set up a station in the district, please a specialized network management network, provide Internet access services, charging tenants monthly rent, will give the property company similar to the IT industry like a huge profit, the specific operation of the network company can be consulted.
2, IP phone business, IP phone company's business agents, send people in the community to promote IP phone business, from the phone bill to extract commissions, this business has been the success of other property companies to operate, and there are millions of successful cases, the specific operation of the local IP phone company can be consulted with the IP phone.
3, mobile phone signal amplification, including mobile, Unicom, SmarTone signal amplification, this business is generally the phone company to find the property company, the phone company because of a bad phone signal in a certain area need to amplify the signal on the area, and therefore the nearest building to find the installation of amplified signaling equipment, and therefore pay the property company site rental fees, the general mobile site rental fee is/year does not include the electricity bill, Unicom's is/year does not include the electricity bill, and the property company's site rental fee is/year does not include the electricity bill. Unicom's is / year does not include electricity, SmarTone's is / year does not include electricity.
4, the cell phone signal building signal coverage, this business where there is an elevator or underground parking lot of the community are applicable, because the elevator and underground parking lot signal because of the obstruction of the building and become very weak. In order to meet the residents in the elevator and underground parking lot to use mobile phones, mobile, Unicom and SmarTone have launched this service in the past two years, the property company can take the initiative to find these companies and apply for the installation of signal coverage in the community, if the phone company agrees to install the device in the community, they will pay the property company site rental fee, the general mobile site rental fee is $ / year excluding electricity, Unicom's $ / year excluding electricity, SmarTone's The service is not yet available.
Part III
In order to conscientiously implement the " *** "important thought and the party's 16th Congress, *** spirit, adhere to the scientific concept of development, and strive to build a harmonious society, to further deepen the construction of urban communities, improve the community service grade, to meet the majority of the citizens of the multi-level, all-round service needs, to promote the city's community services to the market-oriented, industrialized and industrialized community services. Community services to the market, industrialization direction, drawing on the experience of foreign provinces, cities, and the actual city, specially formulated the following implementation plan:
One, the establishment of Yinchuan City, the necessity of community services call center
Community services is the core of community building, is the fundamental starting point and destination of community building, is the practice of " *** " important thought, the implementation of scientific development concept, the implementation of scientific development concept, and the implementation of community services, is the core of community building. "important thought, the implementation of the scientific concept of development of effective measures. To do a good job of community service, we must establish a certain scale, perfect service content, a high level of service, to meet the needs of the residents of the public life of professional service organizations. And the establishment of Yinchuan City, community service call center is to adapt to the needs of the development of the situation, suitable for the needs of the majority of community residents, to promote the necessary measures for the in-depth development of community building.
Establishment of community service call center, one is conducive to further improve the level of urbanization. With the acceleration of the urbanization process and the city's economic and social development, the city's functions are constantly expanding, through the establishment of community service call centers to provide citizens with a full range of multi-level services, which can contribute to the entire city's environmental image of the city and the improvement of the level of management of the public ****, so as to improve the taste of the entire city. Secondly, it is conducive to further meet the needs of the general public's life. With the rapid economic and social development, the city residents' lifestyle has changed a lot, life needs show a diversified trend, the community service has put forward higher requirements, in the past, those "small, low, scattered" services have not been able to meet the requirements of the general public, it is necessary to establish a community service call center to meet the growing needs of the general public. It is necessary to establish community service call centers to meet the growing needs of the residents. Thirdly, it is conducive to further improving the taste of community services and promoting community building. Through the establishment of community service call centers, the integration of market and social resources, the formation of a high standard, high quality, a full range of professional services, truly "convenient to the people and benefit the people, there is a need to respond", to promote the construction of the community on a new level. Fourthly, it is conducive to further promoting the development of community services in the direction of marketization and industrialization. The establishment of community service call center, make full use of social resources, take the road of marketization, industrialization, and the use of network technology, information technology, cultivate new industries, promote the development of tertiary industry. Fifthly, it is conducive to further improve the level of *** services for the people. The establishment of community service call center, carry out a series of people's service activities, solve the difficulties of the general public in production and life, improve the level of service, close the relationship between the party and *** and the people. In line with the *** Yinchuan Municipal Party Committee Yinchuan City People *** on accelerating the development of service industry requirements.
Second, the establishment of community service call center guiding ideology and work objectives
Guiding ideology: " *** "important thought and the party's sixteen, *** spirit as a guide, adhere to the scientific concept of development, adhere to the" people-oriented, for the people to solve problems ", establish the concept of creating a service-oriented ***, closely around the construction of the "two most suitable" city, to meet the needs of the public services as a starting point, fully utilize modern technical devices and information exchange means, the integration of the market and social service resources, to provide efficient, high-quality services for the public, and effectively alleviate the contradiction of social employment difficulties, and strive to cultivate The city is working hard to cultivate new industries.
Objective: to set up a community service call center hotline and service website, to implement 24-hour service for the people, through the enterprise management means, and Ningxia Telecom, using China Telecom "118114" number Pepsi platform advantage, to establish a coverage of the entire urban area, with high standards of hard and soft facilities. Hard and soft facilities are complete, high-quality service, scientific management, all-round involving the public, units in all aspects of the characteristics of the city has a high reputation, to adapt to the market, industrialization requirements, and gradually establish and improve the unified *** for the people's service information platform, through the supply and demand for information intermediary transmission, so that the public and the unit can enjoy a fast, convenient service. Truly "convenient to the people and benefit the people, there is a need to respond".
Three, the content of community services
The main services are three categories of eighteen subcategories, *** more than 120 service projects.
A matter of consultation
1, social security consulting: layoff registration, induction training, pension payment, labor security, policy advice, recruiting information, pension insurance, medical insurance, unemployment insurance, work injury insurance, maternity insurance.
2, civil affairs: military resettlement, dual-support work, application for low income, five guarantees, application for special hardship, application for the three have not, association registration, adoption registration, marriage registration, divorce registration, disability rehabilitation, the cause of the elderly, welfare institutions, funeral policy.
3. Family planning: family planning counseling, maternal health, health services, supply of medicines, eugenics.
4, business services: policy advice, information services, talent exchange, licensing, logistics services, property management, electrical maintenance, unit moving.
5, tax consulting: policy advice, formalities.
Two life services
1, housekeeping services: home nannies, moving services, patient care, distribution services, cleaning, garment processing, clothing washing, home banquets to help the kitchen, flower and tree maintenance, elderly services, welfare services, mother and child services, child care services, tutoring services, shopping guide services.
2, device repair: air conditioning repair, DVD repair, VCD repair, refrigerator repair, audio devices, vacuum cleaners, disinfection cabinets, microwave ovens, fans, washing machines, televisions, water heaters, computers, communication devices, photographic equipment and other maintenance.
3, housing projects: home decoration, housing maintenance, door lock repair, electrical installation, pipe installation, pipe repair, pipeline unclogging, plumbing repair, refrigerator cleaning, building materials market, furniture market, thrift market.
4, health care: medical consultation, community health care, family beds, home services, home health care.
5, transportation and tourism: tourism information, ticketing services, attractions, travel services, car rental services, transportation services, railroad information, bus routes, flight inquiries.
6, accommodation and catering: hotels and restaurants, flavors of food, fast food delivery, fitness venues, cafes and bars, dance and entertainment.
7, ceremonies: wedding services, CD-ROM production, photography services, flowers and trees, bonsai, camera services.
8, intermediary services: nanny agency, marriage agency, employment agency, housing agency.
9, legal services: legal counseling, legal aid, lawyer services.
10, funeral services: funeral supplies, cremation procedures, refrigeration services, storage of ashes.
Three other services
1, education and training: clothing training, chef training, vocational training, higher education, special education.
2, finance and insurance: insurance agency, insurance policy, financial policy.
3, other services: broadband agency, advertising services, telecommunications services.
Given the "Yinchuan City, community service call center" is still in the initial stage of the actual, according to the municipal party committee secretary Cui "expansion should be gradual depending on the amount of business, the first thing to get things done" instructions. Can be life services, mainly with digital TV service system, first put into operation, when the conditions are ripe and then the affairs of the consulting class, other services into account, to carry out a full range of services to realize the community residents "in distress, difficult to help, the need to respond to" the community service goals.
Fourth, community service call center site setting
Yinchuan City, community service call center and China Telecom's number Pepsi platform into one, the call center is directly set up in Ningxia Telecom Yinchuan Branch "118114" number Pepsi platform. The service objective of "118114" is to provide comprehensive information services for public users in the areas of "clothing, food, housing, transportation and usage", which is a metaphor for "There is nothing difficult in the world, please dial 118114". 118114". At the same time, some of the projects of the call center have been equipped with query functions on China Telecom's Pepsi platform, and the coverage of information is very wide. The general public, if you need help or service, just dial "118114" to enjoy quality, convenient service.
Fifth, the community service call center call process
Previously, the user dials "118114", after the call is connected by the number of the PepsiCo integrated desk through the manual query for the user to provide query services. The service language is: Hello! How can I help you? and is responsible for the customer service work of the community service call center.
6. The software part of the community service call center
1. The application of China Telecom's Pepsodent comprehensive information database.
2, "118114" check the application of the library.
Using the platform and devices of China Telecom Number Pepsi, it can save the investment cost, realize the city information construction network,
Improve the system of community service industry in our city.
VII. Business management of the call center
Party A: Ningxia Telecom Yinchuan Branch
1, Ningxia Telecom Yinchuan Branch, according to the business requirements of the Municipal Bureau of Civil Affairs, the provision of community service information classification, the production of a comprehensive information query template, and the various types of information into the integrated information library, in order to ensure the real-time information and accuracy. In order to ensure the real-time information and accuracy, it is responsible for updating the changed information in real time.
2. Ningxia Telecom Yinchuan Branch, in accordance with the requirements of the Municipal Bureau of Civil Affairs, provides training to operators and is responsible for the management of all services, including: user complaints and feedback on the results of the processing, and analyzing, organizing and adopting the opinions received.
The second party: Yinchuan Municipal Civil Affairs Bureau
1, Yinchuan community service call center, responsible for undertaking the telecommunication party in the process of business services, the user of the service provided by the merchant dissatisfied with the request for complaints, the telecommunication party will be the service complaints forwarded to the call center, the call center for the complaint processing, and the results of the processing of the feedback to the A party or by the A party will be the results of the processing of the feedback to the user.
2. Yinchuan Community Service Call Center has the right to supervise Party A's operator's errors and service satisfaction and other issues in the course of business service.
VIII. Collection of information and management and maintenance of community service call center
The collection of information of the community service call center shall be completed by Yinchuan Community Service Management Center, and the collected information shall be classified and organized according to the category of business service. After sorting, it will be handed over to Party A, which will remit the community service information into the comprehensive information database. At the same time, the management center is also required to periodically verify the comprehensive information and submit any changes to Party A, which will update the changed information in a timely manner.
Nine, a few suggestions
1, the establishment of Yinchuan City, community services call center is *** for the people to do a good job of a people's project, in order to do a good job, do a good job, we must strengthen the leadership, improve the organization, strengthen the coordination, and the establishment of a long-term management mechanism, and steadily promote. Suggested by the *** to convene a press release will be released, and release information, put forward the conditions, open to the community to attract investment.
2, in order to do strong call center services, it is recommended that the establishment of the "Yinchuan City, community service management center," the level of institutions, the need for the establishment of 4. Responsible for service franchisee absorption, supervision, management, assessment, complaints and daily affairs.
January 9, 20XX